Buyer asking me for help with Etsy error

[ChestnuttVintage]

One of my customers has asked for my help, she has had an error for several months now where she can't see her orders.  When she looks for "purchases" she gets the error message with the cartoon woman and the 3 armed jumper.

She has not been able to get any help from Etsy - I think she is finding it hard because her English is not good.

How can I help?  

Has anyone else had a similar error and how did they fix it?

Do you think it's worth me trying to contact Etsy on her behalf?

[AuntSusansCloset]

@ChestnuttVintage   I doubt Etsy will help as it sounds like a technical issue on her device.  Suggest she clear cache and/or try a different browser.  The app is glitchy so advise against using that.

[PillowDetails]

@ChestnuttVintage   I would ask if she is using a mobile app, or a PC/laptop.

The usual initial fixes recommended by Admin back in the day when they were here to help us in the forums -

* Sign out of account - clear browser cache & cookies.  Sign back in to account.

* If it's mobile, sign out - delete app in settings - re-load latest version of app - sign in

* try a different browser or device

[PrimFun]

Etsy hasn't been using the sweater in the past several months so I suspect she is using an old version of the app or she has never cleaned out her cache and cookies on computer/laptop.

Computer utilities cleanup is a must these days with devices that are getting more and more sophisticated. 

Find out what she is using.     If the app, ask her to remove and install the newer version.  If on a pc/laptop, have her clean out her cached and cookies.  Update her browser or even try a different browser,

If nothing works, and she is having problems in other areas of her device, it could be the device itself is old.  Old OS system, old hardware.  Computers really don't last long these days.   

[ChestnuttVintage]

Thanks all I will pass this on.  

[HorizonCottage]

It's also possible she's logged in under a different email address than the one she used to made her purchases. If you have an order from her, you can look at her email address on the order and tell her which one she used for your purchase. Then she can use that email to log in and she could, hopefully, see her purchases there.

She could also have purchased as a guest. Etsy Help has instructions for "claiming" your purchases if you accidentally made your purchases under the wrong log-in information and ended up as a guest. You can see if she made your purchase as a guest on your orders page.

Good luck helping her!